Job Information
GCI Communication Corp Senior Salesforce Administrator in Seattle, Washington
GCI's Senior Salesforce Administrator will solve business problems by customizing the Salesforce Platform. Build, configure, and automate technology solutions to deliver business value. Work closely with Business Leaders and Stakeholders to identify/define/document, develop, and deploy new solutions. Support and execute the day-to-day configuration, maintenance, and improvement of the platform.
ESSENTIAL DUTIES AND RESPONSIBILITIES FOR ALL LEVELS:
Competencies
ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve. Strong attention to detail, ability to think critically and learn quickly, and work with minimal supervision. Strong desire to succeed and a willingness to take ownership of tasks and projects. Dependable with commitment to meeting deadlines. Professional development through self-guided training (Salesforce Trailhead).
BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances. Strong team player with demonstrated interpersonal and communication skills and positive, professional attitude.
COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally. Demonstrated ability to prepare clear and concise reports (written and verbal) and recommendations; must be able to communicate with personnel at all levels of the company. Ability to facilitate and translate between the business & the Program Team (including Development).
COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction. Provide a professional level of service to internal customers. Ability to train users on new features or updates to existing features. Take ownership of challenges and responsibility for ensuring a solution is identified, implemented, and communicated.
RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving. Demonstrated ability to move easily between detail and conceptual levels and work on multiple projects with varying and changing priorities and timelines.
SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures. Demonstrated ability to keep confidential information secure.
DECISION MAKING: Uses sound, logical judgment based on department and company policy and procedures, data, research, and experience to choose an appropriate course of action. Demonstrated ability to analyze and report on complex, challenging problems and situations leading to optimal solutions in a logical, clear, and effective manner.
Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to use the company intranet. Must have a beginning understanding of the Salesforce platform. Working knowledge Agile Software Development Methodologies. Telecom and OSS concepts include order management, provisioning, service assurance, trouble management, billing, and invoicing.
Level Definition
Position Title: Senior Salesforce Administrator
Grade: E07
Additional Job Requirements: This is an intermediate level position requiring the ability to perform complex and diverse duties under deadlines and operating constraints. Must have experience to provide functional and technical guidance to junior-level staff while fostering teamwork within areas of responsibility.
System Configuration & Management
Salesforce configuration changes, including (but not limited to): Flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards, and reports.
Understanding of basic triggers/Apex code knowledge.
Data management to improve Salesforce data quality, implementing rules and automation as needed.
Proactive system maintenance including Security Reviews, Release Updates, Health Check, and Optimizer.
All aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules.
Sandbox environment management.
Backup solution management.
Production environment management.
Deployment Management
Own all release / deployment-related activities, including (but not limited to):
Deployment Plan.
Pre-Deployment Steps.
Deployment.
Post-Deployment Steps.
Supporting Deployment Testing.
Support & Training
Partner with Business Analysts to create and conduct training on new releases and features (as needed).
Contribute to the crafting and communication of any platform changes to end users and stakeholders.
Provide end-user support as needed: create defects, and enhancement requests.
Provide system/vendor support.
New user and ongoing user training.
New Feature Development and Continuous Improvement
Monitor, Measure, and Evaluate
Define metrics (qualifiable, quantifiable):
Usability of features and platform.
Effectiveness of processes.
Accuracy and currency of data.
User adoption.
Identify unused or under-utilized platform features.
Partner with Business Analysts, Stakeholders, and Users to identify and gather requirements, translating into best practice, scalable solutions with a focus on exceptional user experience.
Technical documentation
Working with integrated applications including DocuSign, Cherwell, Smartsheet.
Professional Development:
Salesforce Platform:
Salesforce’s Trailhead builds knowledge and understanding.
Agile Software Development:
Agile software development methodologies relating to backlog management, story definition, sprint management, etc.
Telecommunications:
Aspects related to sales, sales support, service delivery, technical support, etc.
Minimum Qualifications:
Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis
High School diploma or equivalent.
Bachelor’s degree in IT, Computer Science, or related field. *
Minimum of five (5) years of Salesforce Administration hands-on experince with Sales Cloud, Service Cloud, and Communications Cloud. *
Strong Salesforce product knowledge.
Certified Salesforce Advanced Administrator.
Preferred:
Business Analyst Certification.
Platform App Builder Certification.
Trailhead Badges/ Super Badges:
Admin Super Set (Badges)
Business Administration Specialist
Lightning Experience Reports & Dashboard Specialist
Security Specialist
Approval Process Troubleshooting Super Badge Unit
Process Automation Specialist Super Badge
Direct experience with Sales Cloud, Service Cloud, and Communications Cloud.
Experience within the telecommunications industry.
Other telecom industry specific certifications and/or job specific certifications.
Required at ALL Levels
DRIVING REQUIREMENTS:
- This position may require access to reliable transportation for occasional travel, such as between retail store locations, offices, worksites, or other locations as needed.
PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:
Work is primarily sedentary, requiring daily routine computer usage.
Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
Ability to accurately communicate information and ideas to others effectively.
Physical agility and effort sufficient to perform job duties safely and effectively.
Ability to make valid judgments and decisions.
Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
Must work well in a team environment and be able to work with a diverse group of people and customers.
Virtual workers must comply with remote work policies and agreements.
The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to an immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.
Diversity, Equity, and Inclusion: At GCI, we foster a culture of inclusivity by nurturing an environment where the varied perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community as we grow and empower a diverse workforce that provides equitable opportunity for every Trailblazer.
EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.
DISCLAIMER: The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.